The player from Baden-Württemberg experiences issues with Talismania, as her self-exclusion requests were not properly enacted, allowing continued access and promotional offers. Despite attempts to close her account due to gambling addiction, she incurred significant losses, violating German laws regarding deposit limits. She seeks to reclaim her lost deposits under these circumstances.
Talismania Casino - Player's account closure requests were ignored.
Resolved
Our verdict
Case closed
Amount: €4,000
Talismania Casino
Safety Index:HighCase summary
Discussion
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2 months ago
Translation
Hello, I'm from Germany and I have a problem with Talismania.
I hope you can help me.
This year I submitted several account closure requests, stating that I no longer wish to gamble and due to my gambling addiction. However, the account was never permanently closed. I continued to receive emails with bonus offers from Talismania and retained access. In July 2025, I had to submit the account closure request twice, but was still able to log in afterward. They tried to lure me back with offers. After July 2025, I made deposits and unfortunately lost more than €4,000. Isn't all of this a violation of the self-exclusion agreement?
Furthermore, German law stipulates a deposit limit of €1000 to protect players from over-indebtedness. Talismania did not monitor this deposit limit. I lost €2250 in May 2026 and €2650 in November. Providers are obligated to use technical systems to monitor the limit. Talismania failed to do so.
Under these conditions, can I also reclaim my deposits from May 2025 and November 2025 with the deposit limit of €1000?
Thanks & regards
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2 months ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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2 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Talismania Casino. Please note that Talismania Casino appears to be unlicensed according to our review and won't be subject to the mandatory 1000€ deposit limit set by the German license.
Please allow me to ask you a few questions so we can better determine how to assist you.
- Is your account currently accessible to you?
- Have you unsubscribed from the casino's marketing communication?
- Could you please share the communication in which you informed the casino about your gambling issues? Please share the information with timestamps if available, to my email at [email protected], as evidence to support your claims.
- When was the last time the casino allowed you to deposit?
If your account is currently not blocked, as the next step, I recommend you contact the casino again with a self-exclusion request via email at [email protected], and at the same time, include me in the copy of the email at [email protected]
When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.
Example:
Email subject: Self-exclusion:
Player’s info:
First name:
Last name:
Date of birth:
Casino login:
Email address:
"Greetings Talismania Casino Support,
I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.
The reason for my decision is that I am suffering from gambling problems.
I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."
In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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1 month ago
Translation
Dear Mr. Tomas,
I will gladly answer your questions as follows:
• Access to the account:
I currently have no access to my player account. After sending an email regarding a claim/refund, I still have no access.
• Opting out of marketing communications:
I have explicitly requested account closure from support multiple times.
• Indication of problematic gambling behavior / gambling addiction:
Even before my formal requests to close my account, I made it clear to my VIP manager that I was experiencing problems with loss of control and significant losses while gambling.
At the latest at this point, my account should have been permanently and irrevocably closed for reasons of "responsible gaming" .
This should have legally mandated the immediate and permanent closure of the account. The fact that VIP Support deliberately disregarded this is a serious violation of player protection laws.
Instead, the closure of my account was repeatedly delayed.
Although I provided a specific reason for the closure with every request, I was asked to state it again instead of the account closure being implemented immediately. This is structural behavior and a strategy to retain me as a customer.
• Last deposit:
The last deposit was made in December 2025, totaling €780.
I request that you contact Talismania again regarding my case. Player protection was ignored, my account closure requests were delayed, and in December I was encouraged to continue playing and keep my account active with a bonus.
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1 month ago
Dear Tamara01,
Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.
Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Jozef ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.
No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.
I wish you the best of luck and hope your case will be resolved to your satisfaction soon.
Kind regards,
Tomas
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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1 month ago
Hello,
I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.
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1 month ago
Translation
Hello Josef,
Thanks for the information.
Do I need to give you the email address I used to register at the casino?
Is this a private thread? Can I post my email address here?
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1 month ago
Dear all,
Thank you for bringing this matter to our attention and allowing us to participate in the thread.
We are terribly sorry to hear about this incident. Our apologies go out to Tamara01 for any inconvenience caused by it.
Please allow us some time to carefully investigate the case. We will post an update once there is more information.
Your patience is much appreciated.
Kind regards,
Talismania Team
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1 month ago
Dear Tamara01,
The casino can already see your registration email when they are logged into the complaint, so there is no need to share it publicly.
Additionally, if you choose to share any information, we will first review it. Only information that does not contain sensitive data will be made public and visible to everyone. If the information is considered sensitive, it will be marked as such and will only be visible to you and the casino. The public will not be able to see it.
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1 month ago
Dear Talismania Casino team,
thank you very much for your cooperation. I am extending the timer by 7 days, please let us know if you need more time.
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1 month ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Tamara01,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Jozef
